Operations data are the data points that are generated every meal period in a restaurant that directly affect sales and profitability. Let’s break it down:
- Marketing activities remind your customers that you still exist.
- People come in to eat at your restaurant.
- You serve them food (operations)
- They pay and leave either happy or sad, eager to share their experience with their friends or trash you on Yelp.
Remember we are restaurant operators and operations are our business. Operations data points are the measurement of our operations. Until this time in the restaurant industry it has been next to impossible to capture, organize, and analyze operations data for even a single restaurant location never mind a national chain.
There are two main reasons for this, the first is that we aren’t a completely automated business. We are predominantly a human business where people, not automated machines are the means of production. Number two the technology didn’t exist or it was too expensive to capture the data.
With the invention of tablets and smart phones we now have powerful handheld devices that can be used to capture operations data. A smartphone used every day to consistently capture operations data can feed a data analysis initiative that can drive down waste and increase profitability.
In the spirit of ops data and running better operations we are giving away our ebook, SMART Inspections, Drive Big Data. Click here to get it delivered to your inbox.
I will leave you with this thought. As technology becomes more prevalent in the industry, the companies that can identify, test, and implement new solutions more quickly will have a distinct competitive advantage in the marketplace.
How could paper checklists be bad? Paper checklists are bad because people pencil whip them or lie on them. We recently conducted a survey of over 100 restaurant owners and managers. 94% of respondents believed that their teams weren’t completing their checklists accurately.
Which raises the question; why would a sane person have their team complete checklists that they know are being lied on?
A sane person wouldn’t, because they know that it is a waste of time and money. It costs money to develop checklists. It costs money to print checklists. It costs money to complete checklists. It costs money to file and store checklists and when it is time to get rid of them it costs money to shred and recycle checklists.
Yet as an industry we do spend money to have people complete checklists on paper even though we know they are being pencil whipped. Why do we do that?
The limitations of paper checklists aside, the fact that we still have people pencil whipping checklists in our businesses is because even a 30% accurate checklist is better than no checklist.
Let’s stick with the thought that even a partially completed checklist is better than no checklist. A person who completes a line check 30% accurately is still checking 30% more items than a person who skips their line check. They have a better chance of catching an error in preparation or finding an unsafe item and correcting it before it get’s someone sick.
Imagine a world where restaurants employees completed all of their checklists accurately and when they didn’t you were at least able to catch that they didn’t and coach them about the importance of doing them correctly. How much better would your restaurant run?
If every shift your team checked everything that was important enough to make it on a checklist. They checked every temp, tasted items, checked sanitation and portion controls. The restaurant when opened was clean and ready for guests.
Do you think that running better operations would translate into more sales, safer restaurants, happier guests, and most importantly more profits?
Of course running better ops would accomplish all of that. If running better operations couldn’t do that then we wouldn’t spend a penny on training or any operational initiative, we would only spend money on marketing because the only way to get sales would be to con people to come to your restaurant one time.
By the way, this is what the restaurant managers and owners told us on our survey. 100% of them agreed that checklists could help them run better and safer operations. That is right 100%.
Because checklists when completed diligently and followed-up on work.
The problem with paper checklists is that you can’t tell when they were started, when they ended, who did them, and if they were pencil whipped. Basically paper cannot help you hold people accountable. Also, this is for multi-unit owners who cannot be in every location every day, you can’t magically see paper hanging on a wall in a restaurant from your office.
What our industry needs is a checklist solution that is as easy to complete as paper checklists but allows us to hold our managers accountable and get visibility into our daily operations.
This solution would need to do the following things to be effective:
- Needs to hold managers accountable by tracking time, location, response cadence, and actual geo location.
- Needs to be able to identify unsafe operating conditions and communicate that to management.
- Needs to as easy as paper to use, with minimal training time.
- Needs to be as flexible as paper being able to capture different types of information, not just True and False questions.
- Needs to be better than paper allow you to utilize mobile technology to take pictures and leave additional comments.
- Most importantly you need to be able to get at the data you are collecting and start using it to make better operations decisions.
A solution that could replace paper checklists and hold people accountable at the store level up through the corporate level of a system could drive better, safer, and more profitable restaurants.
A restaurant company that could deploy a solution like this and start holding their unit managers more accountable and harness this new feed of operations data could optimize their operations and beat their competition by running more efficiently and making better decisions.
Think about the data that corporate restaurant management has access to today. They have register, inventory/ordering, and customer service data and they use that data to make the best decisions that they can. If you used a checklist solution to capture pertinent operations data at the store level, which would drive better operations. You could also use the date with your other data feeds such as sales, inventory, and customer service to create a complete picture of how your restaurants were operating. Remember that operations affect sales, inventory, food costs, and customer service, its not he other away around.
It would be a major competitive advantage for any restaurant system that took advantage of operations data. Look at how companies like Walmart, FedEx, Nordstrom, and Google use data to streamline operations and generate increased profits. Restaurant chains could do the same thing if they had the data, which they have, but just need to get it into an accessible, usable format.
How do you do this in your chain? You should implement the OpsAnalitica Inspector platform in your system for daily operations checklists and corporate inspections. The OpsAnalitica Inspector will hold your managers and teams more accountable at the restaurant level and our custom reporting and data warehouse will provide you with the data that you need to optimize your business.
The future of the restaurant industry is possible today for those chains that are bold enough to take the first step forward. If you are interested in learning more please click here and set up a call with our team.
The dirty little secret in the restaurant industry is that we know a lot of our restaurant safety-documentation is not completed accurately.
Every day in restaurants across the country, restaurant managers are supposed to complete temperature logs, line checks, and other safety checks to ensure that they are operating safely. A lot of those logs are pencil-whipped, or to state it more bluntly they are lied on.
The reasons for the lies are numerous: ran out of time, who cares no one ever looks at them, I know we are safe, we’ve never gotten anyone sick, etc.. This behavior is so commonplace in the industry’s culture that it is almost a joke.
I was recently in a meeting with some restaurant executives, and we were discussing their line checks, their checks included food temps and sanitation items. The company’s policy was restaurant managers would complete two line checks a day, one before each meal period. Area managers would review the line checks once a quarter when they performed their site inspections. I asked these executives, are these checks getting done twice a day? When your area manager is going through their site inspection are they seeing 180 of these a quarter? Everyone in the room chuckled, “yes, they all get done accurately every shift” was the ha ha response.
Daily checklists not being completed or being completed inaccurately seems to be a common issue no matter how large or small the restaurant system is. We recently talked with a chef of a restaurant who was working there six days a week, and she didn’t feel like she knew if the checks were getting done accurately and she was only managing that location. That speaks to how hard it is to manage in restaurants, you can’t be everywhere all the time. We spoke with a multi-unit franchisee who stated that he has walked into his restaurants and looked at the temp logs on the wall and knew they had been pencil whipped.
We recently conducted a survey of over 100 restaurant managers and owners from around the world. Here are the results:
- 100% of respondents believed that conducting checklists could help them run safer and more profitable restaurants
- 42% of respondents conducted daily line checks
- 45% of respondents conducted daily temp logs
- 88% conducted checklists on paper
This final stat is the kicker:
- 94% of respondents believed that their checklists were not being filled out accurately.
Here is the light at the end of the tunnel. We just did a deep dive with one of our clients who has used the OpsAnalitica platform for 20 months. They were able to cut critical food safety violations by 55% when they did their daily checklists. How; because they saw stuff that was wrong every shift and they fixed it. When you actually do your checklists, they do work and you run safer and better operations.
The reason pencil whipping is so rampant in the industry is because 99% of the time it doesn’t matter. It is a hard truth to hear, but it is true. If it mattered, then we as an industry would have corrected this issue by now.
To fully understand pencil whipping we have to break down the safety checklist into it’s two parts: checking to ensure items are safe and documenting the items safety status.
When you pencil whip a checklist or log you are committing two sets of lies:
- You are stating that you checked the safety of the items on the checklist.
- You are falsifying a safety document.
The reason that you are being asked to check the safety of these items is because they have been identified as high-risk factors that could contribute to getting someone sick or even potentially killing them. If you check the item and catch a problem, then you have an opportunity to fix that problem before it affects your guests. That is why we do the checks.
When you don’t check the safety of high-risk items or of your sanitation procedures, you are rolling the dice with other people’s lives and it is no different than driving a car drunk or shooting a gun into a crowd. It can have the same exact consequences. I know that sounds dramatic but ask the families of those people who died from eating a Blue Bell ice cream last summer.
The second offense is just dumb; you should never put your name or complete any official document with knowingly false information on it. This goes back to that early statement that 99% of the time this won’t come back to haunt you until the day it does, and then you will regret that decision.
If your restaurant get’s someone sick, look at Chipotle they just had their safety documentation from every unit subpoenaed, are you going to want to stand by all of the false documents. The lawyers and investigators are going to use that documentation to show your wanton disregard for your safety procedures. If you are a manager or an owner, take this one step further; do you think your employees would lie for you on the stand in that scenario? My guess is that when asked they are going to tell the truth.
Here is something that most restaurant owners don’t know about, most restaurant liability and food borne illness insurance policies have writers in them that release the insurance company from responsibility if the restaurant is acting unsafely. Here are some actual writers that we pulled from a policy:
- 3.13 Any Food Borne Illness that occurs after the Insured has knowledge of a defect or deviation in the production, preparation or manufacture of the Insured Product(s), or circumstance(s) which have or are likely to result in such deviation or defect, and fails to take corrective action.
- 3.19 Any dishonest, willful, wanton, fraudulent, criminal or malicious act, error of omission by the Insured(s). This is your Pencil Whipping Clause!!!!
- 3.21 Any Food Borne Illness that occurs where the Insured is or ought to be aware that the Insured is in violation of the corporate mandated food handling or food procurement procedures and has not taken action to rectify the violation.
We have all heard about insurance companies doing whatever it takes not to pay out claims are you willing to risk that consequence on pencil whippers.
What do you do?
I hope that we all have come to the conclusion that completing checklists accurately makes sense because we are acting responsibly as operators and we are looking out for the best interests of our customers and brands. If you are going to incur the costs of creating and mandating that checklists get completed, then you have to hold manager’s accountable for getting them completed on-time and accurately. That means that every shift that safety and quality checklists are completed before we start serving guests and that the managers take the time to check each item and record the items safety status on the checklist. That is the only way that you can generate an ROI from your checklists and ensure safe operations.
There are a ton of ways to do this. If you are going to stick with paper checklists, then you can have the person time date stamp when they started and ended each checklist. If you are a multi-unit operator, you can have your restaurant manager’s fax in their checklists to corporate each day or scan and email them. The reason most people don’t do this is because it is a giant waste of time and it pushes the burden of managing all of this paper to different people in the business.
With today’s technology, the easiest way to manage your checklists is to use a checklist system app. These are the features you should be looking for in a checklist app:
- Works on different devices: phones and tablets
- Works on different operating systems, technology moves to fast and you don’t want to be stuck on an obsolete platform
- Doesn’t require wifi to complete a checklist – wifi isn’t always great in kitchens and can stop you from inspecting outside
- Supports different question types – not just True False – you need to be able to capture different types of answers and report off of them
- The system should be able to reference additional help and training documentation so inspectors can understand the why behind the question and the answer scale
- Is quick – the quicker it is to complete a checklist the greater the chance it will be completed every shift accurately
- Make sure you can build custom reports so you can get the data you are collecting in a format that works for your organization
- The system should hold managers responsible and track what is happening when they complete an inspection
- Should be easy to use and train on so that checklists are completed consistently across the organization even as you experience turnover
- Should be easy to administrate or even better the provider should offer a full-service plan so that you can get up and running quickly and stay up and running over time – remember employee turnover
Pencil whipping has been happening in our industry for years, but it needs to come to a stop. There is a benefit to completing these safety and operational checklists every shift. Not only at the restaurant level to ensure that you are safe and ready for service but also at the corporate level where operations data can be collected and used to assist the restaurants. Keeping people safe is a moral and brand imperative and the best way to do that is through solid operations that are driven by checklists.
If you aren’t using daily checklists to manage your operations, or you are using paper, there is a better way. I invite you to click here to learn more about the OpsAnalitica Platform. We can help you digitize your checklists and get you up and running doing your checklists a better way today. We have a managed service offering that takes all of the burdens of setting up and managing your checklist program off of your shoulders and puts it on ours, we can have you up and running in as little as a day. If you are a DIY type of person we have a plan that fits your needs. The first step is jumping on a quick call and learning more about how we can help you. Click on the learn more button at the top right of your screen.
There is no medical cure for Norovirus; if you contract it you simply have to ride it out. That doesn’t mean that there isn’t anything you can do as a multi-unit restaurant manager to protect your restaurants, brand, and profits.
With Norovirus, the best offense is going to be a good defense. Here are some steps we are suggesting that you take to protect your company.
- Train your team about Norovirus:
- Train your current team and add Norovirus training to your new hire on-boarding.
- Get our Free Norovirus Training Guide by clicking here.
- Make sure you cover the following topics: symptoms, transmission, recovery period, employees responsibility to alert management if they contract Norovirus or get sick.
- Use the OpsAnalitica Inspector to digitallycapture employee signatures after they receive Norovirus training.
- Create a simple checklist that you have employees fill out stating that they have received Norovirus training and they understand their responsibility to notify managment.
- This documentation will be time and date stamped and provided written proof of your pro-activity on this subject.
- You need to start asking employees every shift if they are well enough to work or experienced any Norovirus symptoms in the last 48 hours?
- You can do this in pre-shifts or even field time clock questions if your system supports that.
- One note, if you put this into the timeclock make sure there is a way for the time clock system to notify management that someone said yes immediately. The worse thing you could do is identify on your time clock that someone was experiencing symptoms but not take appropriate action before the shift.
- You have to be prepared to send people home if they say “Yes”.
- You can do this in pre-shifts or even field time clock questions if your system supports that.
- Use the OpsAnalitica Inspector to create daily shift logs.
- The problem with paper or old school digital shift logs is that they are very difficult to report off of across an organization.
- If you convert your antiquated shift log to an OpsAnalitica shift log, you will be able to ask true-false questions with comments. Ex: Did you send anyone home today for being ill? (If True, please document in comments)
- This allows you to run very detailed reports across your system to help you identify risk and ensure that your unit managers are doing the right things.
- If you do send someone home for being ill, you should immediately conduct a deep cleaning of the areas that the person worked and document that cleaning with the OpsAnalitica Inspector.
- Use a flexible deep clean checklist to document that you took immediate action and what areas of the restaurant that you cleaned after the employee went home.
- You should also track in the inspector and on your waste sheets any food that your team through away because it came into contact with the sick person.
64% of Norovirus outbreaks come from restaurants. The news media and patrons are becoming more educated about Norovirus and are holding restaurant management responsible. The key to fighting Norovirus in your operations is to educate your team and document your procedures. If you get someone sick, and there is an investigation, you ability to prove through documentation that you did the right things from a management perspective: training, sending sick employees home, deep cleaning and throwing away food is what is going to help you move past the outbreak.
Where OpsAnalitica takes documentation to the next level is that we time-date stamp and geocode every submission. Because the data goes to the cloud we can build very detailed reports that look at all units in your chain and then email relevant data to the right people on a schedule. Now corporate management can be made aware of any issues that arise pro-actively and have all of the data they need at their fingertips. Checklists with effortless follow-up drive compliance and better operations. To learn more about the inspector, schedule a demo by clicking here.
Norovirus is a fact of life; it can be a death sentence for the very young, old, and infirmed. It can be a restaurant killer for those operations that don’t take it seriously. Buffalo Wild Wings stock went down over 6% in a couple of days from a small isolated outbreak in KS. Chipotle’s stores have seen a double digit drop in sales year over year and Norovirus has played a huge part in the sales decline. Could your restaurant handle a 30% decline in sales for six months plus? I don’t know of many that could.
A lot of our prospective clients ask us if we can force comments, create alerts or tasks when there are safety violations on their checklists. We don’t offer these features, not for technical reasons, but for liability and management reasons. I’m going to use this blog to explain our thinking on this subject.
Alerts and tasks sound great on paper, the reality is that they open you up for additional unnecessary liability and work. It has a lot to do with how and when restaurants conduct checklists and the nature of our business. Let’s start from the beginning.
An alert is a way of drawing attention to an issue, but it doesn’t require that you take any action. Because it doesn’t require you to take action, it is often ignored. Also, and this is a theme throughout this topic, there is a limitation in computer logic that may create false alerts.
Let’s discuss false alerts quickly by using the example of 50-degree mayonnaise on your line. If this mayonnaise had been in a cooler all night, and you took it’s temperature, and it was 50 degrees this is a critical violation and probably a sign that your cooler is broken and everything that goes along with a broken cooler.
There is also another example where 50-degree mayonnaise is not a critical violation. Some mayonnaise is shelf stable and can sit at room temperature indefinitely until opened. At that point, it needs to be refrigerated, and you have 4 hours to get that mayonnaise down to a safe temperature. If you were out of mayo and opened a new container and stocked up your line, then this would not be a critical violation until that Mayo had been in the danger zone for 4 hours or more.
How would a computer know this? It can’t know that the Mayo was safe or not safe it can only look at the temperature and create an alert based on whether or not that temperature is in or out of range. But in this case, the alert is a false alert, it is busy work that requires a person to look at something that isn’t an issue. This is one question out of possibly 50 to 150 questions. We have several clients with 150+ item line checks. How many real vs. false alerts could be generated on a 100 question line check per shift?
Think of yourself in this situation, how many false alerts would you look at before you stopped looking? Look at your cell phone and your app badges, those little numbers that tell you that there is something in the app that requires your attention. How often to you see those and think, I need to do something about this?
In our opinion alerts are useless because: they don’t drive accountability at the user level. Also, the lack of context that the systems have and the dynamic conditions that exist in a professional kitchen make it hard to reduce false alerts.
Forcing Comments when a temperature is out of range, or a safety violation is discovered is another thing that feels like a good idea but when it is done has some potentially negative consequences. Forcing a comment is extra work for the person conducting the checklist. It is extra work that is only incurred on questions when there is something wrong.
When I type in a 42-degree temperature, I have to do this extra work but when I type in a 39-degree temperature I don’t. Have you ever heard of the Hawthorne Effect; it posits that people act differently when they know they are being observed. Have you heard of the Lazy Ass effect; where people are lazy and if they don’t understand the importance of what they are doing might be tempted to alter answers to not have to do as much work, such as lower temps by a degree or two to not have to enter a comment. Have you heard of the I Don’t Want to Get in Trouble Effect; where a person doesn’t want to be the person who answered the question that was obviously wrong so much so that the app forced me to explain what was happening?
All of these effects are real and happen. Look at how many people pencil whip their paper checklists today because they know, no one can catch them. Our concern is that by forcing comments, we are reinforcing a negative and incentivizing people to take the easy way out and not to give us accurate data. Data accuracy is of paramount importance to completing checklists, especially when they have to do with safety.
In our platform, we allow people to enter whatever temperature they recorded with a thermometer without any prompting for a comment or the creation of an alert. When they submit their checklist, the score of the checklist may be altered based on optional scoring rules but that is for each client to decide. We encourage our client’s to train their teams to enter comments explaining why a temperature was out of range, but it is not mandated. Training to enter a comment is a small but important difference between mandating and managing to this standard.
It is a lot like the reverse psychology I have to use to on my 3-year-old. If I want her to stop doing whatever she is doing that is going to cause me to spend thousands of dollars at the urgent care. I can tell her to stop, she won’t listen to me and will continue doing it or modify her behavior just enough to have me move on. This in my mind is like the mandating the comment because I’m forcing it to happen and it is a negative interaction, one that she would like to avoid.
If I go to her and say “hey, we aren’t going to watch Princess Sophia if you keep jumping on the bed.” She will stop jumping immediately because she made the decision herself and because she wanted something and she sees it as a positive interaction. That is what we want from the person completing the checklist. We want them to identify unsafe conditions an let us know what actions they took to fix those issues voluntarily and with praise from management.
There is also value to the organization in seeing which of your manager’s are following through on these types of issues. It provides insight into your managers work performance and provides opportunities for training and coaching.
If you are going to use tasks to measure your compliance and to prove that you are addressing all safety issues, then you can’t do it halfway. It’s an all or nothing proposition. It becomes a standard at which you have to manage to, 100% or nothing. Here is a scenario that could happen when using tasks.
Most line checks and temp logs are conducted right before service starts for a shift. We often see line checks being completed up to 10 minutes after a restaurant is open for business. It is a common occurrence that a restaurant could get slammed right as it opens and that the manager who just conducted the line check might not have time to complete and close all tasks before they are called away to run their shift.
You now have a situation where you identified a potential food safety issue, notified a manager, but did not address it before the food was served to customers. In reality, that manager may not have time to get back to their computer or tablet and close those tasks until the restaurant has slowed down several hours later. You know, and I know that the restaurant may have fixed that issue before service or that the food wasn’t in the danger zone or any other reason that a restaurant professional would know.
How would that look to the media or a lawyer who is trying to sue you for getting their client sick? I think that it would be used against you. Tasks work great for knowledge workers who are at their desks and computers for their entire shift and can quickly get tasks resolved and close them. Restaurant managers are in constant motion during their shift and are wrong if they are in the office during service; their job is to be managing out in the restaurant. Tasks for restaurant managers that are time sensitive could pose issues for a company from a liability perspective.
Another weakness of tasks in the restaurant industry has to do with a number of questions and locations. Let’s say you want tasks to go to your district/area managers when restaurants have a critical temp issue. If I’m an area manager with 50 locations, our area managers back at Quiznos had 50 or more locations. You conduct 4 to 5 temp logs a day; you get one temp task per temp log, and you could be looking at 250 tasks a day that needs to be addressed and closed. It isn’t uncommon to have a 1 item that is in the danger zone on a 20 or 30 question temp log or line check.
Once again you have to close these tasks if you are managing by tasks. There is no halfway; you can’t not close tasks if that is how you are tracking compliance. Managing the resolution and closing of all these tasks becomes untenable for larger organizations.
At OpsAnalitica, we replace alerting, forced comments, and tasks with summary reports. Summary reports allow our inspectors to conduct inspections quickly and then in the background we group like issues together and email them to area managers on a schedule. These reports allow the area managers to look at the issues and the comments and use their judgment on how they are following up with their restaurants without overwhelming them with communication.
Ultimately the goal of using an automated checklist app is to collect great operations data and to run safer restaurants. You don’t want to do anything that is going to take away from those goals or puts you or your organization into a situation where you were trying to do the right thing, but you increased your liability.
Question and response tagging.
Sounds great doesn’t it?
Well… What is it?
Ok let’s take a look at what question and response tagging is and what it means to your checklists and operations data. It is hugely beneficial and saves you one of your most precious resources. Time. And we all know what time is.
Let’s say you wanted to see a report with all of your not safe refrigeration temperatures across your chain. Question and response tags make this so unbelievably easy.
With OpsAnalitica you can get this report generated and emailed to you on a schedule as often as you need. For this particular example we hope that the report is empty. No news is good news.
Tagging facilitates management by exception. By tagging your questions with a common attribute(s) it allows you to quickly look at those questions across your chain regardless of which checklists/inspections they are associated to or the location.
To narrow this report down some you might want to only look at temps that are not safe or safe, but not optimal. See, analyzing your temp data over time and comparing it to food cost you might find that there is an optimal temperature range for your operations where you see less spoilage.
So even though some of your locations might recording safe temps on a daily basis, they may not be in the optimal range. With OpsAnalitica’s dynamic scoring and response tagging you can tag and score temp responses appropriately based on the temp recorded in the line check.
For example you might give 0 points and the not safe and not optimal tags for temps above 40 degrees Fahrenheit, 5 points and the safe tag for temps that are between 33-34 and 38-40, and finally 10 points and the safe and optimal tags for temps between 35-37.
Now you can focus your time on getting all your locations to the optimal range, thus reducing food spoilage and increasing profits.
This is just one example. There are tons more. Staff readiness, FOH cleanliness, any metric that you feel is important, etc.
The goal is to maximize your time and expertise on the areas and locations that need you the most. Provide you with the actionable data that you need without all the distractions.
2016 is right around the corner, and we all want to start it off right. Watch our 14 minute recorded demo by clicking here to see how OpsAnalitica uses question and response tagging to help restaurant operators across the world run better operations.
Commit to running better, safer, and more profitable restaurants with OpsAnalitica in 2016. There is still time, we can have most organizations up and running within 1 business day.
If you would rather see a live demo and get all your questions answered, click here to schedule.
If you have any questions give me a call or send me an email any time.